As someone who is not involved with the Apple Lifestyle (tm), let me say that "genius" is the stupidest, most dumbass'd term I've ever heard of. From the view of an oustider, it is insanely idiotic. Every time I see it used I still have to take an actual second or two and wonder wtf they're talking about. "Apple 'genius'? Like the top engineer or som- oh right".

Turing: "Hello, is this the number for apple?"Support: "Yes, this is Apple."Turing: "Could you send me one with cyanide in it?"Support: "Um..."Turing: "The government is forcing me to take hormones and I want to end my life."Support *click*

On page 60, the following dialogue is presented as a realistic sample conversation between two Apple employees:

"Hi, fellow Genius. I overheard your conversation with your customer during the last interaction and I have some feedback if you have a moment. Is this a good time?""Yes, this is a good time.""You did a great job resolving the customer's iPhone issue. I was concerned with how quickly you spoke to the customer. It seemed like you were rushing through the interaction, and the customer had additional questions."

A few minutes later:

"Thanks for listening to the feedback. In the future, please make sure to signal me if you need help rather than work too quickly with a customer."Thanks for giving it!"

My, God, I would cut my own farking throat on the floor in view of everybody if some numbnuts came up and tried this shiat. I'll have to ask my buddy here at work(He has a second job at the Apple Store) about "Fearless Feedback".

Bro, suicide is not cool. That's something the "squares" and "establishment" do. Not an outside the box thinker who enjoys chillaxing with a grande latte while listening to the new Theivery Corp album.

Swimming against the current, I can't fault them for that training manual. After 30+ years as a worker bee, I can tell you that people don't want to hear negatives, they do want their feelings validated, and you are in business to make money. I'm sure corporate fully understands that the workers aren't going to follow the manual exactly and follow those scripts to the letter, but they just want to give them a clue before they walk out on the floor.

A lot of the stuff in that document is obvious to people who have been out in the real world for a long time, but non-obvious to the young workforce they employ in the retail stores. You're not born knowing that stuff.

InmanRoshi:Bro, suicide is not cool. That's something the "squares" and "establishment" do. Not an outside the box thinker who enjoys chillaxing with a grande latte while listening to the new Theivery Corp album.